CONTACT CENTER BENCHMARKING REPORT
State of the
Contact Center
2023 - 24 Report
Data-backed insights unveil the changing role of contact centers in 2024.
State of the
In an increasingly automated world, discover how AI-powered contact centers are nurturing effortless, human-centric interactions that delight customers and drive business growth.
Ozonetel, a leading customer experience innovator, analyzed data from 7 billion customer interactions to reveal how contact centers are leveraging intelligent automation, setting new standards for customer experience, scaling up conversations, and impacting business growth.
01
New Customer Experience Standards Are in Place
Being available for customers when it matters most is a key business objective for contact centers and a critical CX metric for reducing customer churn and building loyalty. Yet, until this year, businesses have struggled to achieve this goal — but not anymore. For the first time, after four years of declining performance, abandon rates have decreased from 34% in 2022 to 20% by the end of 2023 showing an impressive improvement in customer experience standards.
AVERAGE ABANDON RATES, 2021
0
%
In 2021, contact centers answered only 71% of their customer calls
AVERAGE ABANDON RATES, 2022
0
%
In 2022, contact centers answered only 60% of their customer calls
AVERAGE ABANDON RATES, 2023
0
%
In 2023, contact centers answered 80% of their customer calls
02
Intelligent Automation is Transforming Contact Centers
Abandon rates are not the only metric to improve. Intelligent automation is supercharging agent efficiency and enabling more customer conversations than ever before. Intelligent call prioritization, self-service IVR, Smart Agent Assist, and Automated Call Dispositions have helped agents prioritize critical conversations, access data easier, close calls faster, and make themselves available for attending conversations where human interactions matter most.
AVERAGE TALK TIMES , 2023
0
mins
On average, agents are completing conversations 29% faster in 2023
AVERAGE WRAP TIMES, 2023
0
s
Automation had reduced after-call work on every call by 4 minutes, on average.
AVERAGE PICK-UP TIMES, 2023
0
s
Agents answer calls 10% faster, on average, than last year.
03
Contact Centers Evolve, Fuel Revenue Growth
Contact centers are playing new roles at various steps of the customer journey. In e-commerce, logistics, and D2C companies, contact centers actively help with streamlining delivery experiences. Though cold calling continues to decline, within education, banking, insurance, and healthcare customers are very receptive to calls from relationship managers. Simple, automated outbound calls from a familiar business phone number have played a key role in reducing cart abandonment, improving collections, encouraging reorders, and increasing customer lifetime value.
AVERAGE CONTACT RATE, 2023, ACROSS SECTORS
0
%
45% customers answered calls from business numbers in 2023, compared to 2024.
AVERAGE CONTACT RATE, 2023, HEALTHECH & DIAGNOSTICS
0
%
80% customers, on average, answer calls from their healthcare counsellors.
AVERAGE CONTACT RATE, 2023, BANKING
0
%
Most customers are receptive to calls from their bank relationship managers.
04
An Efficiency Breakthrough Will Humanize CX
Human interactions are crucial, especially now. In 2023, people were more open to conversing with businesses. In 2024, AI will take things to the next level, helping organizations make the most of these interactions by supercharging agent efficiency and insights. It will free up agents for high-value conversations at strategic points in the customer journey, while also equipping them with the right knowledge to deepen customer relationships and drive business growth.
AGENT EFFICIENCY IS READY TO LEVEL UP
0
%
Agents are on an average 20% more efficient in 2023 at handling inbound conversations.
CUSTOMER ENGAGEMENT HAS INCREASED
0
%
People were 15% more willing to answer calls from businesses this year as compared to 2022.
AVERAGE QUEUE TIMES
0
s
In 2022, callers spent an average of
56 seconds in call queues
CONNECTION RATES, 2022
0
%
In 2022, only 39% of all outbound calls were
answered by a customer or prospect.
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Want to know what highly responsive customer support looks like?
Responsive high-touch customer support, in spite of spiking call volumes, doesn’t have to be complicated. Ecommerce businesses set the benchmark for the customer service levels through integrated, responsive call centers. Learn how an eCommerce startup connects 95% of its calls to a live agent in under 10 seconds, even as it scaled its operations from 5 to 500 agents.
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Omnichannel routing, AI capabilities, and Open APIs can change the game for your call center. Ozonetel gives you the personalized support, flexibility & features that growing businesses & enterprises need to make the changes without changing too much! See it in action!
